Groove March Update: Inbox Improvements and More

Groove's March update brings a host of improvements to its platform, focusing on enhancing the inbox experience, improving reporting and performance, and introducing new features to the knowledge base and billing sections. Let's delve into the key updates:

Inbox Enhancements

This update offers several refinements to the inbox, addressing user feedback and streamlining workflows. Here are the key highlights:

• Indefinite Snooze: The introduction of "Indefinite Snooze" fills the gap left by the removal of the "Pending" status in Groove 2.0. This feature allows users to snooze emails for an indefinite period, providing similar functionality to the previous "Pending" status while simplifying the action menu.
• Parsing Improvements: Groove has been diligently working on improving email parsing, ensuring emails displayed in your account look as intended. Over 50 improvements have been made, addressing HTML rendering issues, collapsing quoted content, and fixing missing content. This is an ongoing project with further updates planned in the coming weeks.
• Draft Handling Improvements: Groove is working on optimizing the handling of reply and note drafts. This includes resolving issues like duplicate drafts, incorrect drafts, and improving overall reliability in this area.
• Classic View: By popular demand, the familiar "Classic View" from the legacy Groove platform is making its way to Groove 2.0. The updated "Classic View" will offer a familiar layout with a refreshed design.

Knowledge Base Updates

Groove has made significant updates to its knowledge base, improving performance, adding localization, and introducing privacy restrictions.

• Theme Performance Improvements: The public knowledge base themes now have improved performance, resulting in faster loading times for your visitors, enhancing their overall experience.
• Localization (Coming Soon!): To cater to customers needing to support multiple languages, Groove is introducing the ability to fully localize your knowledge base. This allows you to customize all text strings to match your language and branding, creating a seamless experience for customers.
• Privacy Restrictions for KB Access (Coming Soon!): Users can now restrict access to their knowledge base, ensuring only authorized users can view the content. This feature will initially include password protection and IP restrictions, with more options expected in the future.

Reporting Updates

Groove has enhanced its reporting capabilities by adding new metrics and performance improvements.

• Average, Median, and Percentile Metrics: This update allows you to choose between average, median, or percentile metrics for greater flexibility in analyzing data.
• Performance Enhancements: Groove has made significant improvements to the speed and efficiency of report loading, especially for larger accounts and wider date ranges.
• Busiest Times (Coming Soon!): This feature, coming soon, will provide graphs to visually display the busiest times for your team's outgoing and incoming email activity, offering valuable insights into your support team's workload.

Billing Updates

Groove has made several updates to its billing system, enhancing invoice clarity and providing more detailed summaries about upcoming charges.

• New Invoices: Your account invoices have been redesigned for greater readability and clarity. They now include more details about charges, offering a better understanding of your total bill. The new invoices also offer one-click view and download options for convenience.
• Summary of Next Charge (Coming Soon!): A more detailed summary of your upcoming bill will be provided in the coming weeks, outlining any prorations and credits, giving you a clear picture of what to expect.

Privacy Shield Certification

Groove's commitment to privacy and security has been further solidified with their recent Privacy Shield Certification. This certification demonstrates Groove's adherence to strict data protection standards, providing users with confidence in their data handling practices.